Refund and Cancellation Policy

This Refund and Cancellation Policy explains how subscriptions to Dana House can be cancelled and the circumstances in which refunds may be issued. It forms part of our Terms of Service.

The Service is provided to businesses, charities, public bodies, and other organisations in the course of their trade, business, profession, or institutional activity. Rights and remedies available to consumers under English law, including statutory cooling-off rights, do not apply.

1. Cancelling your subscription

You can cancel your Dana House subscription at any time through:

• The customer portal linked from your account dashboard; or
• An email to contact@danahouse.co.uk from the email address registered on the account.

Cancellation takes effect at the end of the current billing period. Your account will continue to have access until that date, and your subscription will not renew.

You are responsible for cancelling before the next renewal date to avoid being charged for the following period.

2. Refunds

Monthly subscriptions

Monthly subscriptions are billed in advance for each calendar month. When you cancel, you retain access for the remainder of the month already paid. We do not issue refunds for partial months or for unused access.

Annual subscriptions

Annual subscriptions are billed in advance for the full annual term and benefit from a discount relative to monthly billing. When you cancel an annual subscription, you retain access for the remainder of the annual term already paid. We do not issue pro-rata refunds for the unused portion of an annual term, save in the limited circumstances described below.

Exceptions: when we may issue a refund

We may, at our reasonable discretion, issue a partial or full refund where:

• Billing error. You were charged in error, charged more than once for the same period, or charged after a confirmed cancellation. We will correct the error and refund any incorrect charge.
• Sustained service failure. The Service has been materially unavailable or non-functional for an extended period due to a failure on our part, and we have been unable to resolve the issue within a reasonable time after you reported it.
• Material misrepresentation. A feature or capability that was a basis for your purchase is materially different from what was described, and we are unable to remedy the difference.
• Goodwill. Where we consider, in our sole discretion, that a refund is fair in the particular circumstances of the case.

To request a refund under this section, contact contact@danahouse.co.uk with the details of your account, the nature of the issue, and any supporting information. We aim to respond within 5 working days.

3. Approved refunds: how they are processed

Where a refund is approved:

• It will be made to the original payment method used for the charge;
• It will be issued in pounds sterling (GBP), being the currency of the charge;
• It may take 5–10 working days to appear on your statement, depending on your bank or card issuer.

We will not issue refunds in cash, by cheque, or by bank transfer except where the original payment method is no longer available and we agree an alternative.

4. Failed payments and suspension

If a renewal payment fails, we will attempt to charge the payment method again over a short retry period and notify you by email. If payment remains outstanding after the retry period, we may suspend access to the Service. If the issue is not resolved within 14 days of the original failure, we may terminate the subscription.

Suspension and termination for non-payment do not create a right to a refund of any fees already paid.

5. Downgrades

If you downgrade to a lower-priced plan during a billing period, the change takes effect at the start of your next billing period. We do not issue refunds for the difference in price between your previous and new plans for the period already paid.

6. Upgrades

If you upgrade to a higher-priced plan during a billing period, the upgrade takes effect immediately. Where supported, we will charge a prorated amount for the remainder of the current billing period at the new rate, and subsequent billing periods will be at the new rate.

7. Trials, pilots, and discounts

Where you have been offered a free trial, paid pilot, or discounted price, the specific terms of that offer (including duration, conversion to a paid plan, and any refund position) will be set out at the point of offer and prevail over this policy to the extent of any inconsistency.

8. Chargebacks

If you have a dispute about a charge, please contact us first at contact@danahouse.co.uk — most issues can be resolved quickly and directly. Raising a chargeback through your card issuer without first contacting us can cause your account to be suspended pending investigation, and may incur recovery costs that we are entitled to claim from you.

9. Bespoke or negotiated agreements

Where you have entered into a written order form, master agreement, or similar bespoke arrangement with Dana House Limited, the cancellation and refund terms of that agreement will apply to the extent of any inconsistency with this policy.

10. Changes to this policy

We may update this policy from time to time. The "last updated" date will reflect the most recent change. Material changes will be communicated to registered customers by email and/or via the Service before they take effect.

11. Contact

For all cancellation, refund, and billing queries:

Dana House Limited
contact@danahouse.co.uk
24 Crane Avenue, Isleworth, TW7 7JL, United Kingdom

Dana House Limited · Registered in England and Wales · Company no. 17222717